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Optimal Dynamic Appointment Scheduling of Base and Surge Capacity

Problem definition: We study dynamic stochastic appointment scheduling when delaying appointments increases the risk of incurring costly failures, such as readmissions in healthcare or engine failures in preventative maintenance. When near-term base appointment capacity is full, the scheduler faces a trade-off between delaying an appointment at the risk of costly failures versus the additional cost of scheduling the appointment sooner using surge capacity. Academic/practical relevance: Most appointment-scheduling literature in operations focuses on the trade-off between waiting times and utilization. In contrast, we analyze preventative appointment scheduling and its impact on the broader service-supply network when the firm is responsible for service and failure costs. Methodology: We adopt a stochastic dynamic programming (DP) formulation to characterize the optimal scheduling policy and evaluate heuristics. Results: We present sufficient conditions for the optimality of simple policies. When analytical solutions are intractable, we solve the DP numerically and present optimality gaps for several practical policies in a healthcare setting. Managerial implications: Intuitive appointment policies used in practice are robust under moderate capacity utilization, but their optimality gap can quadruple under high load.

Ketersediaan

Informasi Detail

Judul Seri

MANUFACTURING & SERVICE OPERATIONS MANAGEMENT; Vol.24 No.1 January-February 2022

No. Panggil

-

Penerbit

: .,

Deskripsi Fisik

p. 59-76

Bahasa

English

ISBN/ISSN

-

Klasifikasi

NONE

Tipe Isi

-

Tipe Media

-

Tipe Pembawa

-

Edisi

-

Subjek

HEALTHCARE
APPOINTMENT SCHEDULING
PREVENTIVE MAINTENANCE
TRANSITIONAL CARE

Info Detail Spesifik

https://doi.org/10.1287/msom.2020.0932

Pernyataan Tanggungjawab

Benjamin Grant, Itai Gurvich, R. Kannan Mutharasan, Jan A. Van Mieghem

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